Recognizing Front Line Team Members 2018 CustomerCount®Customer Engagement Professional (CEP) Resort Trades Award Enters its Third Year

By Georgi Bohrod RRP

In every football game,  we can see hard working linemen using strength and savvy  to keep their team on top. Whether it’s defense or offense, these often-unsung heroes bear the brunt of the hits and create situations where their team mates can run or pass for glory.  In the resort hospitality world, play patterns are similar.

The responsibility of frontline professionals is to keep members/owners and guests happy. And they are also in a position to respond defensively to solve problems and challenges.  This is why CustomerCount®, in conjunction with ResortTrades, created the CustomerCount Customer Engagement Professional Resort Trades Award.

Last year. Jeff Brock, General Manager of Grand Pacific Resort’s Carlsbad Seapointe Resort received the CEP Award from a highly competitive field of nominees.  Nominations for 2018 are already underway and now is the time to submit your candidate for this coveted award.

CustomerCount and Resort Trades are looking for the most valuable customer engagement player within the timeshare resort/hospitality industry.  Qualified people most likely will be resort managers, assistant managers, front desk folks and customer service team members who are in daily contact with members and guests.  These outstanding team members exemplify the highest standards in customer engagement and service. Their interaction with members and guests shapes the entire guest experience, paving the way and opening the doors to happy smiles and memorable vacations.  

Nominations will open in September.  Using CustomerCount’s comprehensive, robust, software, nominators are requested to complete an online nomination survey to quantitatively measure the nominee’s qualifications and qualities.  Narrative descriptions with anecdotes and stories to support the nomination will also be taken into strong consideration. This award focuses on the people putting “hospitality” into vacationing.

Two trophies are presented:  One to the individual and the other to his/her company.  The winning recipient and their company/resort will be profiled in the January issue of Resort Trades.

To give a candidate the best opportunity to be honored, nominations should focus on the performance of customer facing individuals including Resort Managers, General Managers, Assistant Managers and Customer Service representatives who have contributed to the success of the company in an exceptional manner. Areas of contribution may be extraordinary interactions with members/guests; remarkable improvements in on-site ratings of the resort; innovative training techniques and outstanding social media mentions and reviews. Nominations must include detailed insight regarding the leader’s performance and contribution showing how the nominee’s efforts and achievements have significantly impacted the team, company, and/or community.

Robert Kobek, president of Mobius Vendor Partners which developed CustomerCount, an Enterprise Feedback System used by the timeshare and hospitality industry to build customer loyalty and improve the bottom line, said “Customer Engagement is a part of the corporate culture and requires the skill and talent that many strive for, and few master.  At CustomerCount we want to honor these people–the ‘perfect hosts’ who make vacations fun, friendly and stress-free.”

The nomination forms are designed to acknowledge areas of contribution including:

  1. Extraordinary interactions with members/guests;
  2. Remarkable improvements in on-site ratings of the resort;
  3. Innovative training techniques and outstanding social media mentions and reviews.

“As we did in the first two years, Resort Trades will use our off- and online channels to recognize not only the award recipient but their resort and/or management company as well,” commented Sharon Scott Wilson, publisher of The Resort Trades.  

To submit a nomination, visit or for a link to the entry form. The online form is available at Deadline for submission is December 2, 2018.